What is Gladly?
Gladly is a people-centered customer service platform with all channels built-in. Unlike legacy Customer service platforms that are ticket or case-based, Gladly is designed with people at the center and uniquely enables a single lifelong conversation with your customers. Gladly powers some of the most innovative consumer companies like Crate & Barrel, JOANN, and TUMI to make customer service a competitive advantage.
Company Details
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Get AssistanceGladly Ratings
Real user data aggregated to summarize the product performance and customer experience.
85 Likeliness to Recommend
100 Plan to Renew
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+97 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gladly?
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Knowledge Management
Multi Channel Queue Management
Contact Center Compliance Management
Call Scripting and Call Flow Management
Ticket Management
Contact Center Analytics
Skills Based Routing
Multi Channel Intake Integration
Workforce Management
Screen Prompts
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Business Value Created
Ease of Customization
Ease of Data Integration
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Product Strategy and Rate of Improvement
Availability and Quality of Training
Vendor Support
Gladly Reviews
Karl Elden Q.
- Role: Operations
- Industry: Retail
- Involvement: End User of Application
Submitted Oct 2022
Easy to use and navigate, has quality content.
Likeliness to Recommend
What differentiates Gladly from other similar products?
Glady is very friendly. It is easy to use and navigate. It can ease the difficulties of newbies in the industry.
What is your favorite aspect of this product?
Easy to use
What do you dislike most about this product?
When ringing and no button to accept the call.
What recommendations would you give to someone considering this product?
This site is considerable especially if you are in retail contact center because it is so easy to use and has some quality content.
Pros
- Enables Productivity
- Trustworthy
- Unique Features
- Efficient Service
Raiza N.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Oct 2022
Great customer service platform!
Likeliness to Recommend
What differentiates Gladly from other similar products?
Consolidated workflow for users across all channels. It helps us remove duplicates from our queues which helps us get to our members quicker.
What is your favorite aspect of this product?
Gladly Answers feature enabled us to quickly create scripts for our agents to use that makes our brand voice easier to convey. It's very easy to access and edit if necessary.
What do you dislike most about this product?
There are a few hiccups in reporting especially when users are reaching out in multiple channels at once.
What recommendations would you give to someone considering this product?
Highly recommended for brands that have multiple customer service platforms (phone, email, chat, and SMS). Gladly consolidated all our platforms in one tab and helped us become more efficient.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Ravi P.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Pretty Easy And Efficient CX Platform
Likeliness to Recommend
What differentiates Gladly from other similar products?
Accidental disconnections can be quickly restored. Your customer number is attached to your Gerne screen for easy reconnection. Using tasks greatly increases follow-up opportunities. Having all channels (phone, chat, SMS, email, social media) on one platform is great. The timeline saves a lot of time because agents don't have to search for past communications. This improves efficiency, performance, and SLAs.
What is your favorite aspect of this product?
I love the timeline where I can see all of the customer's past interactions and communications. No need to search, saves a lot of time and frustration for both customers and agents. You can also leave notes, and create tasks, live boards, and reports. All of the client's past and present conversations are combined into one record to help you follow up on responses and options or solutions provided by previous representatives.
What do you dislike most about this product?
I honestly don't have any dislike for Gladly. It's very easy and doesn't take long to do everything you need. You can work and manage tasks at the same time.
What recommendations would you give to someone considering this product?
I would like to recommend this product because it is a user-friendly and efficient CX platform. All the conversations are present on a single platform which helps to take follow-ups on responses.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Efficient Service